Innovation strategy and process of the organization.
Barriers and Enablers to innovation strategy and process.
Department of health and human services was started in January 2015 for wellbeing, safety and health of all the Victorians. The purpose of the organization is to make people get connected to their communities and society so that they can experience a good life by fully participating in the activities. The organization has centred its efforts in four directions. These include person-centred services and care, connected support, local solutions and advancing in quality, innovation and safety of Victorians. The organization is working in different areas like it is promoting health to Victorians at every age. It is trying to improve the life of disabled people. It is providing drug and alcohol treatment to more than 40,000 people. It has introduced various programs for helping Victorians to create safe and caring homes so that families and children can live a fulfilling life. It is also investing in improving the mental illness of the people. It even prevents people from getting a disease by early identifying and taking all the necessary precautions (Clissold et al. 2017). The people of the organization ensure that all the Victorians get the best care and facilities from best professionals. This report aims to identify an innovation strategy and process of the organization and determine barriers and enablers for it. At last, it also provides recommendations by which the organization can overcome all its internal and external barriers. At last, the report is concluded in the conclusion section.
The organization is thinking of incorporating Artificial intelligence to interpret complicated health care data of the patients. AI will help in making correct clinical decisions whenever required. This innovative technology will help in putting the patients in control. The AI-controlled chatbots will provide personalized health advice to the patients when the doctor is unable. The patients would now be able to ask questions directly to the chatbots at any point of the time by simply chatting with them through a messaging application. The answer to the question of the patient will be retrieved after analyzing all the data. These chatbots will remind the patients to even take the medicine at the correct time. It will also track the patient’s healthy habits and will provide the data to the doctor for making the right decisions based on the results of the track. It can also suggest the patients for getting the correct treatment (Abd-alrazaq et al. 2019). In case of emergency, these chatbots can even help in connecting with the health providers. Chatbots would be a better solution for the patients in comparison to humans. It is because these do not have any biological gender, age or race that will give a biased service. Even these do not get fatigued and the best part about them is that they do not require to sleep. This technology would transform the health services of the organization.
A barrier is something that stops the innovation or guards the people to proceed for the innovation whereas an enable is someone who would help in taking the innovation to the next step by assisting. Innovation is the forefront of any business but there are various kinds of barriers that prevent the people of the organization to grow their business and make it innovative (Topol 2019). The barriers to the organization can be a process-based or decision-based. There are two types of barriers and enablers that are focused here. These include internal and external barriers and internal and external enablers. Some of these in the department of health and service of Victoria are: -
Some people of the organization do not think that it would be beneficial for the organization. Employees are resting the use of the technology because they have a fear that if the AI-powered Chabot’s will get installed their jobs will be in danger. They would be replaced by technology. The organization would not require them to taking care of the patients (Papadopoulos et al. 2020). Patients themselves will be able to self-diagnose and ask for the suggestions in case they are suffering from something. Besides this, many physicians stated that there is a risk in the use of Chabot’s. They said that patients would not be able to understand the medical terms used by the chatbots, they would even self-diagnose themselves very often (Oña et al. 2019). The chatbots will not be able to provide a detailed clarification of the disease. It may even harm the patients by not understanding the factors associated with them. The software installed may not function when the patient requires assistance. The software may get corrupted and instead of helping the patient to get cured, it may harm the patients by advising the wrong things. Apart from this, developing a chatbot is very costly for the organization.
There are enablers of technology as well. Some of the physicians said that use of chatbots will help them instead of becoming a bone for the services provided to the patient. They said that it will help decrease the work of explaining things to the patients. Chatbots will collect the data of the patient and store the information on the cloud. In case of emergency, they will help the patient to get connected to the professionals. They argued that Chabot’s will help in scheduling the doctor appointments and even help the patients with treatments. They would provide instructions to the users about the use and misuse of the medication (Papadopoulos et al. 2020). They also stated that the use of chatbots could increase the nutrition and diet of the person. They would help the patient in early recovery. They will force the patients to increase their physical activity and also help them in reducing their stress level. The benefit of using healthcare chatbots is that it will improve the access to care which is the main goal of the organization. It was found that this innovative strategy would be helpful in the pandemic as it would reduce the patient's regular visit to the doctor. During this period, it would be beneficial if the patient can get the care and service sitting at home itself.
The biggest external barrier of this innovation is less technology-skilled people. They do not know how to operate an application and another issue is convincing people to download a certain application. It is because of the privacy issue (Powell 2019). They do not want their confidential information to get leaked out. They are concerned about their information and thus they are not ready to install an app that will help them in communicating with the chatbot. The tools and infrastructure required for developing chatbots are poor. The biggest problem of the AI is limited data especially in terms of medication this will have a direct impact on the patients (Papadopoulos et al. 2020). It has also been observed that people do not have trust on the technology as they have it on physical doctors it is because AI-powered bots cannot understand the emotions and feelings of the patient which a doctor can easily determine. This is why despite diagnosing on daily basis patients may not be satisfied with the bots and they need someone physical presences of a human being. This is another challenge that stops the organisation to bring innovative technology in their processes. Many customers are concerted of the ethical challenges according to them they cannot trust the technology because the hackers to deteriorate the conditions of the patient can change the software that has been installed. It will take time for the people to get acquainted with the new technology that the organization has brought for improving the lives of the Victorians.
Some of the customers favour the use of Chabot’s. They understand that a Chabot or a virtual assistant can help nurses, doctors and physicians to reduce the work. They better organize the pathway of the patients, help in medication management, offer first aid in case of the emergency to the patient and offer a simpler solution for the disease. They can become the first contact point for primary care. The patients can now tur to the chatbots instead of the physicians for their questions (Papadopoulos et al. 2020). In case the Chabot is unable to respond it will transfer the case to the real-life doctor and then the treatment would be done by him or her. The partners of the organization are ready to invest in Artificial intelligence. It is because they realised the importance of the Chabot's in the current situation and thus is helping the organization to improve the infrastructure for the development of Artificial intelligence.
Here are some recommendations that can help in overcoming the barriers of the innovative process.
The organization needs to make people aware of the new technology by explaining to them the benefits of using AI-powered chatbots in health and care services. It was found that people once get aware of the advantage of using the service will start using them (Daugherty and Wilson 2018). Until and unless they do not have the information as to why they need the assistance of the chatbot they would become a barrier in the enhancement of the technology in the organization.
The privacy of the people is very important thus the organisation must take the consent of the patient and after that, it must feed the data of the patient in the software. It is because this will help the organization to build the trust of their customers on them (Emanuel and Wachter 2019). Apart from this, the organization must make sure that even hackers cannot compromise the data of the patients in any case. They must make the security system of the software in such a manner that has minimum vulnerabilities in it.
It has been observed that one of the limitations of AI-powered chatbot is that it has very limited data. The organisation must increase the data of the patients and information about the medical treatments so that whenever there is a requirement the chatbot can give the right advice to the patient (Lawry 2020). It will help them in quick recovery. The algorithm inserted in the software must be thoroughly checked because single advice can result in the death of the person.
The bot must have a place where patents can write their feedback for the Ai-bots. Positive feedback will help in increasing the speed and development of more chatbots in the organization whereas negative feedback would help in improving its accuracy and reliability (Mierzwa et al. 2019). Since it is a newer technology therefore feedbacks are necessary. It will help the organization to understand how many people are ready to embrace technological change and how many of them want physical assistance in taking care of them.
It can be concluded from the above findings that the organization needs something which can help it in improving the lives of the Victorians. The organization found that artificial intelligence could be used to develop the powered chatbots that can provide twenty-four-hour service to the people. But there were many internal and external barriers and enablers. Some of the management people stated that it would be beneficial for the organization as well as for the people for getting the primary care but some resisted stating that chatbots will increase the potential risk. The external barrier was that the customer was not ready to accept the technology as they do not trust it. They stated that they want the physical presence of the doctors and nurses as they are understanding feelings and have more knowledge then the chatbots. Unaware of the fact that chatbots are now helping even the doctors to make clinical decisions. The partners of the organization came forward to invest in AI-powered chatbots. To overcome the challenges of the internal and external barriers various recommendations has been provided to start using the AI-chatbots because it is really helpful in diagnosing, personalised care, predicting and operating the patient.
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Powell, J., 2019. Trust Me, I’ ma Chatbot: How Artificial Intelligence in Health Care Fails the Turing Test. Journal of Medical Internet Research, 21(10), p.e16222.
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